# Status lifecycle

Every ticket moves through a series of statuses from open to closed. Understanding each status helps your team communicate progress and keeps your ticket list meaningful.

## All statuses

Docket tracks eight distinct ticket statuses. Each is displayed as a colour-coded badge in the dashboard's Recent activity feed and transcript list.

`open`

The ticket is active and awaiting a response from staff. This is the initial state for every new ticket.

`in_progress`

A staff member is actively working on the ticket. Use this to signal that the issue has been picked up and is being handled.

`resolved`

Staff marked the issue as resolved. The ticket is functionally complete but may remain accessible for follow-up.

`closed`

The ticket thread is fully closed. A transcript is saved automatically at this point.

`cancelled`

The ticket was cancelled before resolution — for example, a duplicate request or a user who opened one by mistake.

`pending`

Waiting on a response from the user who opened the ticket. Staff have replied but the user hasn’t responded yet.

`awaiting`

Waiting on an internal action from staff — for example, an escalation or a task that needs to be completed first.

`referred`

The ticket was handed off to another team or person. Referred tickets are tracked separately from closed ones.

## Typical flow

Most tickets follow a straightforward path:

1.  User opens ticket → status is **open**
2.  Staff pick it up → status moves to **in\_progress**
3.  Waiting on user → **pending**; waiting on internal action → **awaiting**
4.  Issue is fixed → status set to **resolved**
5.  Thread is closed → status set to **closed**, transcript saved

> [!TIP]
> Cancelled and referred are for edge cases. Use cancelled for duplicates or mistakes; use referred when handing off to another team who will open their own ticket.

## Status tracking

Each status change is recorded with a timestamp and the Discord user ID of whoever made the change. This gives you a full audit trail visible in transcripts — useful for quality assurance and team accountability.

-   **Closed tickets** — counted in the dashboard Overview stat card
-   **Resolved, closed, cancelled** — all generate a transcript entry
-   **Open tickets** — counted separately so you can see active load at a glance

Source: https://docs.noyralabs.com/docket/status-lifecycle